Docebo’s new version of its E-Learning platform strengthens the degree of support available to users.
Already named among the world’s top 10 learning management systems (LMSs), according to a report, published in January by the independent market analyst Craig Weiss, of E-Learning 24/7, Docebo has now released a new, enhanced version of its LMS.
Launched in late 2009, Craig’s E-Learning 24/7 blog is now read in 133 countries. In his recent E-Learning 24/7 report on the state of the LMS market, Craig commented that the non-availability of high quality support is still the main reason why clients abandon their LMS.
Consequently, among the features of the new version of Docebo’s LMS – dubbed ‘6.2’ – are further enhanced helpdesk support options. Indeed, Docebo customers can now choose three levels of helpdesk support for their system. Under the new helpdesk arrangements, while ‘severe incidents’ – which concern critical production issues or reduced performance affecting all users – elicit immediate 24/7 support via email and the Docebo website, Docebo undertakes to address any ‘standard incident’ within a maximum of two and a half days of notification, Monday to Friday.
“Most helpdesk queries are handled within eight hours of notification, including weekends and public holidays – and some are dealt with within one hour,” said Alessio Artuffo, Docebo’s Director of International Business Operations. “Those queries coming via a ‘ticket’, online – for diagnosis and identification of the reported issue – tend to take between eight and 24 hours to address.”
Moreover, those subscribing to Docebo’s helpdesk services can expect to experience system downtime of no more than 0.5%. Moreover, they receive automatic deployment of minor upgrades and new releases of the LMS and they can customize various features within the LMS to suit their organizational needs.
Nobody wants to see their LMS remain inactive, for whatever reason, and be unable to provide the organizational and user benefits for which it was bought. Addressing this issue in its 6.2 system release, Docebo has produced what it believes to be a sophisticated method of ensuring that any customer’s system downtime is minimal.
In his recent report on the state of the LMS market around the world, Craig Weiss – who is currently corporate learning’s second most influential person in the world – believes that coping with video and gamification will be the two key LMS issues of 2014. Having addressed the issue of customer support, Docebo’s answers to these other issues are expected to be known in the months ahead.
By Bob Little
For over 20 years, Bob Little has specialised in writing about, and commentating on, corporate learning – especially e-learning – and technology-related subjects. His work has been published in the UK, Continental Europe, the USA, South America and Australia. You can contact Bob via bob.little@boblittlepr.com His e-book, ‘Perspectives on Learning Technologies’ (e-book; ASIN: B00A9K1VVS) is available from The Endless Bookcase and from Amazon. It contains over 200 pages of observations on issues in learning technologies, principally for learning & development professionals.
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